Phoenix woman says she's forgotten by State Farm

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By Andrew Michalscheck By Andrew Michalscheck

PHOENIX -- A Phoenix woman said she was getting the run around from her car insurance company so she contacted 3 On Your Side for help.
Susan Brainerd depends on her car.

“My car is everything. I'm a single woman and I have to work, I have to pay bills and my car is everything. I need to find a job, I have to use it for work, I have to use it to grocery shop and for everything we all use our cars for," explained Brainerd.

But while she was driving around recently, Brainerd's car unexpectedly caught on fire at an intersection in Phoenix.

“The fire department came and the whole hood of the car was engulfed with flames, under the hood, the engine. I was just in shock. I couldn't believe it," said Brainerd.

Brainerd was devastated, but her car was insured with State Farm, one of the biggest companies around.

“It was supposed to give me peace of mind when I had full coverage that if something like this were to happen they're going to cover my car," Brainerd stated.

Her car was towed away and after filing a claim with State Farm, Brainerd waited and waited and waited.

In the meantime, she's been driving a rental car.

“They're not calling me. I even said could you give me a courtesy call and let me know what's going on and I'm not getting any calls. I haven't talked to them in a week and I've heard nothing," said Brainerd.

So Brainerd contacted 3 On Your Side to get some answers. After all, she said her car caught fire nearly three weeks ago, so someone at State Farm should have some answers by now.

“Somehow I feel victimized. I feel like a victim of a car fire and now I'm being victimized by my insurance company," Brainerd remarked.

3 On Your Side contacted State Farm. They didn't tell us why Brainerd's claim took as long as it did, but they did apologize.

They also closed the case out by totaling Brainerd's loss and issuing her a check for around $8,400.

Brainerd said she’s ecstatic and excited, and added that she recommends 3 On Your Side to everyone.